Course details
INTRODUCTION
UP! Your Service : Increasing Customer LoyaltyTM helps organizations to upgrade service and build a superior service culture. This exciting course will help learners to move their customers UP the Loyalty Ladder; bounce back UP when things go wrong; manage customers’ expectations; and keep oneself cool, calm and connected, even when faced with difficult service situations.
This course is conducted by Capelle Academy (CET)
OBJECTIVES
At the end of the program, participants should be able to:
Program 301
- Learn how to move customers up the loyalty ladder
- Discover how angry customers can damage any organization
- Appreciate the value of loyal customers and colleagues
Program 302
- Discover why fixing problems is not enough when things go wrong
- Recognize the three key steps you must take to earn higher levels of loyalty
Program 303
- Discover the benefits of customer complainers and complaints
- Learn how to stay cool, calm and connected with upset customers
- How to make a ‘wrong’ customer feel ‘right’ (without making your organization wrong!)
Program 304
- Learn how to ‘under promise and over deliver’ (and when not to do it!)
- How to build goodwill by making and keeping service promises
- Understand the added value of clear service promises
METHODOLOGY
- The contents are delivered through:
- Video lessons and examples
- Team exercises
- Group discussions
- Role plays
- Learning quizzes
- Personal action planning
- Team action planning
WHO SHOULD ATTEND
Managers, Supervisors, Service Champions
Updated on 08 November, 2015Course Location
About Organisational Development Concepts Pte Ltd
We_The was established by a team of professionals passionate on OD who saw the increasing demand for customised training intervention, and the increasing need of a one stop provider.
The We_The management team have more than 47 years experience in the OD and HRD fields. Together with its in-house management consultant and a team of 80 associate trainers as well as subject matter experts in various fields, we are here to serve and support your organizations developmental needs.
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